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    Jr Service Desk Analyst - Metro Manila, Pilipinas - Prov International (Philippines) Inc

    Prov International (Philippines) Inc
    Prov International (Philippines) Inc Metro Manila, Pilipinas

    2 araw ang nakalipas

    Default job background
    Buong oras Serbisyo sa Customer/Suporta
    Paglalarawan
    JOB PURPOSE:
    Serves as SPOC (Single-Point-Of-Contact) for all IT related concerns. Provides first level support and customer service on company supported computer applications and platforms.

    EDUCATION AND EXPERIENCE:
    • Graduate of IT or any related 4-year course
    • Willing to work on shifting schedule including holidays and Sundays
    • Good communication skills (oral and written)
    • Knowledge, experience and training of Help Desk and customer service practices is a plus.
    • ITIL or Six Sigma background/certification is a plus.
    ESSENTIAL FUNCTIONS:
    • Log, route and track IT related reported issues (English and German tickets).
    • Provides first level support to technical hardware and software issues (English and German tickets).
    • Performs Account administration – Active Directory and etc.
    • Identify and escalate issues requiring immediate attention following escalation procedure
    • Keeps users and CIT informed of relevant ITS events, actions and service change that are likely to affect them through phone call, whatsapp messages and email blast based on inputs from the ITS Support teams.
    • Monitors incident and service request tickets; ensuring that tickets are updated resolved/closed within the SLA(Service Level Agreement)/
    • Documentation of technical procedures, processes and etc.
    • Report generation
    • Performs other functions/tasks as may be assigned by Service Desk Team Lead,
    • Manager, Zumtobel Head of CIT Applications and Support and Zumtobel IT Director.
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